Client Relations Specialist

Retail Business Services is the services company of leading grocery retail group Ahold Delhaize USA, providing services to five East Coast grocery brands: Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Retail Business Services leverages the size and scale of the local brands to and provides industry-leading expertise, insights and analytics to local brands to support their strategies. We are committed to diversity, equity and inclusion and we foster a community of belonging where everyone is valued. For more information, visit https://www.retailbusinessservices.com.

Position Summary:

Serve as a collaborative partner to Brands to facilitate strategy, planning, communication, and remedy for all Business Services related functions. These roles will interface highly with the Brand (s) they support, other Business Services Operations Partners (BSOP), HR COEs and all facets of Business Services. In collaboration with these teams, the BSOP will identify processes and solutions in key strategic business initiatives and support Brand approved projects (i.e. Compensation & Benefits Administrative initiatives, Restructures, New Stores, Acquisitions, etc). The BSOPs are responsible for understanding the business, assisting in the prioritization of projects, ensuring that projects align with the SLAs for the Business Services Teams and partnering with the Business Services teams to support the overall Brand strategy. The BSOPs are expected to demonstrate leadership and collaborative expertise to establish strategic direction and significant depth of technical, business and process expertise in Business Services solutions, as well as deep understanding of Brand operations. Additional responsibilities include serving as a conduit for the Brands and Business Services for all Business Services related touch points including reporting, training, remedy, projects, after action reviews, etc.
The BSOP builds a true partnership between Business Services and the Brand(s) it supports. It leads the effort to shape services that align to the strategic direction of the business and facilitating the delivery of value to the Brand from Business Services. This role has a true understanding of the Brand it serves, specifically its strategic direction, underlying processes, required outcomes and corresponding pain points.

Principle Duties and Responsibilities:

1. Business Improvement Planning

Contribute the Business Services roadmap by judging the appropriateness of new strategies, developments, applications and processes and advising the Brand and Business Services on potential improvement opportunities in line with the business and Business Services strategy

? Responsible for the strategy and ownership and resolution of service issues involving Business Services. Coordinate functions between Business Services and the Brands to ensure timely resolution of incidents.
? Manage daily service metrics which identify the success of the services being utilized. Make recommendations to Business Services and the Brands and coordinte the implementation of changes to services and service levels for continuous improvement.
? Work with all Business Services functions to ensure that sufficient support resources are available to meet established service levels and Brand requirements.
? Partner with all Business Services Team members to drive root cause analysis and the implementation of corrective and preventive measures.
? Participate in all Brand HR Strategy & staff meetings to remain aligned with Brand needs / projects and communicate programs administered by HR Services.
? Builds relationships to become trusted advisor, based on Business Services processes, knowledge and competence.
? Identifies and capture short, medium and long term business goals and opportunities utilizing Brand and HR Services best practices.
? Aligns scope and timelines of the proposed Brand projects with Business Services
? Lead after action / Post mortem reviews with the Brands for all Business Services related processes and initiatives.

2. Business Improvement Plan Execution

Launch and deliver initiatives in the agreed business improvement plan, in order to achieve the benefits in line with the business and Business Services strategy.

? Identifies, understand and prioritize business needs and challenges and set more detailed scope of projects.
? Develops rational for change and support setting of priority.
? Identifies and understand change impact and risk. Propose actions to mitigate the risks for both the Brands and Business Services
? Tracks how benefits are achieved and how they evolve over the life cycle of programs and projects
? Communicates the benefits realization of completed projects to business and HR stakeholders

3. Business Requirements Management

Work with the business and with Business Services to translate the business’ needs into detailed Business Services requirements.

? Ensures business requirements are translated into functionality of existing or new HR systems in conjunction with the Business Services teams.
? Assists the business in judging how the business would be able to adjust to functionality in HR-systems not meeting the original requirements.
? Assists the business in judging how additional features in HR-systems can be used to further improve the business.

4. Continuous Improvement

Contribute to improving the Business Services organization by attaining and applying profound knowledge of the business, the current and future HR Services landscape, as well as the skills and competences needed to attain and apply this knowledge.

? Acquires, document and share relevant knowledge of business processes and business requirements to match with HR solutions and vice versa.
? Develops and maintain ways of working, a toolkit to be used for accomplishing results. (Eg. Communications. facilitation, business process management, business cases)
? Spreads own competence and skills and best practices to other team members and within the broader HR community.

Basic Requirements:

• Relevant Bachelor/master’s degree (e.g. Business Administration, or HR)
• 7 years of relevant experience
• Fluent English (word and writing)
• Analytical skills
• Collaboration Skills
• Strong facilitator skills in improvement processes
• Strong in strategic topics, adding value to vision and strategy
• HR Generalist experience preferred

Skills and Abilities:

• Ability to interact with all levels of associates
• Excellent communication, both written and oral
• Influence without authority
• Customer focused
• Ability to handle ambiguity
• Deep knowledge of all HR disciplines

#IND

Retail Business Services is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law. We provide reasonable accommodations to applicants and employees with disabilities.

If you have a disability and require assistance in the application process, please contact our Talent Acquisition Department at tad@retailbusinessservices.com>